Workforce Management Coordinator

Common Ground•Pontiac, MI

2d•$53,000 - $62,000•Remote

About The Position

The MiCAL Workforce Management Coordinator is responsible for supporting the daily operations of the Michigan Integrated Crisis and Access Line (MiCAL). This role is critical in ensuring individuals in crisis can connect with support when they need it most. The ideal candidate is analytical, detail-oriented, and thrives in a fast-paced environment. They will build and manage staff schedules, monitor real-time service levels, make intra-day staffing adjustments, develop staffing forecasts, analyze workforce data, maintain schedules and systems, create reports, and troubleshoot system issues. The role also involves supporting a collaborative, mission-driven environment through effective communication and special project support.

Requirements

Permanent year-round Michigan residency
Bachelor's degree or an equivalent combination of education and work experience.
Previous experience with workforce planning using workforce management software
Ability to interpret workforce data and apply insights to operational decision-making.
Advanced computer skills and proficiency including Microsoft Excel and spreadsheet analysis
Ability to work independently and collaboratively in a virtual environment.
At-home high-speed internet meeting minimum requirements and a private, distraction-free home office

Nice To Haves

Experience with NiCE Workforce Management software
Experience using forecasting tools and methodologies
Familiarity with call center technologies and reporting

Responsibilities

Build and manage staff schedules while monitoring real-time service levels and queue performance.
Make intra-day staffing adjustments and coordinate coverage for call-offs, PTO, and operational needs.
Develop staffing forecasts and workload projections to support daily operations and long-term planning.
Analyze workforce data and trends to improve efficiency and support budgeting, projects, and special initiatives.
Maintain workforce schedules, calendars, and staffing systems while coordinating trainings and non-contact activities.
Create and distribute workforce reports and provide guidance to leaders and staff on WFM processes and schedules.
Troubleshoot workforce management and scheduling system issues while partnering with leadership and vendors on resolutions.
Support a collaborative, mission-driven environment through effective communication, confidentiality, and special project support.